osTicket mail fetch fails on certain kinds of emails with attachments

bryce268

Our osTicket installation is generally working well, but we have a phone system that sometimes forwards emails with an attached voicemail in .mp3 format, and osTicket does not seem to be able to fetch these emails and convert them to to tickets.

I upgraded to 1.14.1 today, but still see the error. The email I get just says:

"Excessive errors processing emails for mailserver/email. Please manually check the inbox."

I do not see anything in the PHP error log, so I'm not sure where else to look. If I delete the email with the mp3 attachment from the inbox then everything works fine again.

Here's my about info:

ramrajone

bryce268
Do you see any error on osTicket logs? /scp/logs.php
What about your Attachments Storage and Settings:
Maximum File Size

One more location on the new version:

bryce268

The only error in the osTicket log just says the same thing that the email said:

Max attachment size is set to 2mb (I am using the file system attachment plugin), and the mp3 files are much smaller than that (_100kb)

bryce268

So, after some additional debugging, it turns out the problem here was that $header->from was empty/null in class.mailfetch.php line 314ish, which causes the getHeaderInfo() method to bail and return a null. I'm guessing that this has something to do with the phone voicemail-to-email system, but I changed some of the logic in class.mailfetch.php around to use a default "sender" when this happens, and now everything seems to be happy and working.

It would be great if there could be some sort of default or anonymous user in osTicket that could be used for cases like this or for when we don't have an email address to enter, for example. Unless that does exist and I don't know how to set it up?

SHampton

bryce268 Hi Bryce,
Please share how you edited the code to make this work. I am having the same issue, our voicemail system is sending emails to the email account that gets fetched by OS Ticket, and instead of an email address in the from header it has the phone number that received the voicemail. This is causing the getHeaderInfor() method to fail just like in your example and I get the same mail fetch error notification from OS Ticket. Hopefully you will be able to share your solution.

Thanks
Steve

KevinTheJedi

@bryce268

osTicket requires a unique email address for every Agent/User so that’s not an option. Since this was an email being fetched I don’t know how you didn’t have an email address??

Cheers.